Five Minutes (a customer loyalty building story)
What if you knew that you could create customer loyalty in five minutes? Would you allow your employees the freedom to delight your customers?
Recently, I went to take my recycling to Publix to deposit into the containers in the front of the store. I had all three kids with me and it was very cold so I pulled up to the curb out of the way. I quickly hopped out trying to deposit my many bags into the bins without being in the way for too long or abandoning my kids. I was greeted by an old man in a Publix apron who smiled warmly and said, “hi!” I said hello back and continued stuffing my recycling in the containers. He asked how many more bags I had and I told him four more. He came back to the trunk with me and got the remaining bags and told me he would take care of them!
I thanked him and carried around that situation for the next several days. I felt warm inside from the generosity of this stranger. I reflected at that moment upon many other shopping experiences I’ve had at Publix that were similar. I also got to thinking about why it’s a pleasure shopping at Publix (I should really just be in their commercials or something)! At any rate, I landed on a few key take aways from shopping and now recycling with them.
The people who work there are courteous and helpful. They care about what they do and how the store looks – that is half the reason I drive out of the way to shop there (although I do love their bread also)!
I think this is such a great example of just how colleague engagement and happiness can translate into customer loyalty!
Wanted to have a look at your blog and say hi. We talked on the flight to Vegas. Really liked the story. Kindness goes a long way today.
Thanks Russ! Glad you stopped by!
. Hope you had a great six sigma week!